Registration Opens
Networking
Welcome Reception
Networking
Breakfast, Registration & Partner Pavilion Open
Networking
Welcome and Opening Remarks
Main Stage
About
Join Higher Logic CEO Rob Wenger as he kicks of Super Forum 2024!
AI, Automation and the Future of Meaningful Human Experience
Main Stage
About
Kate O'Neill, the "Tech Humanist", presents Tech Humanism - How Data and Technology Shape the Future of Meaningful Human Experiences.
Engagement is Personal – How Associations are Using Thrive Community Tools for a Personal Experience That Keeps Members Engaged
Breakout Session
About
In the age of instant gratification, website visitors expect to find what they want fast. Research shows 61% of users expect to find the content they want within 5 seconds of landing on a site. For association communities, that urgency is likely even higher.
While the Thrive news feed is an excellent starting point for engagement, associations need to go further to deliver the personalized, high-value experience members expect.
In this session, you’ll learn how different associations are using features like interest-driven widgets, tagged lists and community blogs to make it easy for members to find what they want in seconds, as well as drive members to engage with the association in other ways beyond community.
We'll discuss tactics for making that happen, including:
- Interest-based content recommendations - Serve up content tailored to each member's interests for quick access.
- Tagging and targeted widgets - Use tags in a variety of ways to put the information in front of members they want to see.
- Information architecture and navigation – See how you can structure sites and navigation to facilitate discovery and meet user expectations.
With enhancements like these, associations can transform their community into a personalized destination where visitors instantly find valuable content tailored to them. Members stay engaged, KPIs improve, and the association builds stronger relationships.
Growth Through Community Engagement
Breakout Session
About
After five full years with an online community, CFP Board shares learnings and best practices for growing your organization through the community.
Along the way, we’ve learned a lot and have developed some best practices that we found maximize acquisition and retention through community engagement. In this session, you’ll learn our best practices to engage with your audience to bring them into the community for the first time and keep them there, from blogging, posting tips of the week, using seed questions, hosting expert events, and much more.
How to Use the Data, AI and Automation Combo to Light Up Your Engagement
Breakout Session
About
If you’ve ever tried to get your community to act and it didn’t work, you’re not alone. The key is, don't keep doing the same and expect different results! Improving your membership, renewal and general member engagement doesn’t have to be tedious with questionable results. In this interactive session, light up your engagement by exploring experiments you can try using a combination of data collection, automation, and AI.
You’ll come away with:
- Ideas for shifting your team's mindset about how your engagement strategy is developed, executed and measured.
- Strategies for collecting important member data (wants and needs!) and putting it to work to improve relationships with your members.
- Simple engagement tactics you’re probably not using right now, and can implement easily.
Increasing Revenue by Decreasing Email Volume: It Works!
Breakout Session
About
In 2023, the Academy of Nutrition and Dietetics increased annual product revenue by ~30% through the implementation of a once-a-month email to its 50,000+ members. This "Curated Collection" has streamlined marketing efforts, eliminating as many as a dozen individual product emails each month, honoring the inboxes of its members and creating efficiency for Academy staff. Learn how the Academy initially mined Informz data to create strategy, encouraged subscriber opt-in of specific interest areas, developed email design with story-level targeting, and have capitalized on additional marketing opportunities exposed through new data generated by the endeavor.
Moving from Automation Rules to Automated Campaigns for Community
Workshop
About
Level up your member engagement! Come ready to move from individual automation rules to a cohesive and streamlined automated campaign that saves you time and deepens engagement with your members.
Setting up Automated Campaigns for Marketing
Workshop
About
Come ready to build! Regardless of the marketing solution you use, come ready to get those automated campaigns off the ground during this hands-on session.
Strategic Alchemy: Aligning Community Power with Association Advancement
Breakout Session
About
Delve into the incredible transformation of AAE Connection, a community that evolved from a simple technology project into a dynamic catalyst for association advancement. Launched seven years ago to meet the virtual connection and knowledge-sharing needs of our members, this community faced its share of challenges, prompting a brief hiatus before its triumphant re-launch in 2020.
Our journey reveals the profound impact of holistic organizational collaboration, underpinned by core values such as collaboration and transparency, on our community management approach. But what truly sets this story apart is the central role played by our dedicated staff and member volunteers.
This session will unveil the strategies that empower us to collaborate effectively with our members and colleagues, fostering their active involvement in community development. Whether you're contemplating involving others in community management or seeking ways to maximize the contributions of your dedicated volunteers, our experience offers invaluable insights.
Discover how strategic alchemy transformed AAE Connection into a potent engine driving association advancement. Join us to gain practical wisdom on nurturing collaboration, promoting transparency, and achieving remarkable member engagement.
The Future of Community: Where Psychology, Tech and AI Collide
Breakout Session
About
As communities continue to evolve, the intersection of psychology and technology is becoming increasingly critical. This session, led by a seasoned expert in both fields, will explore the future trends that are set to redefine how consumers interact with online platforms. From AI-driven personalization to the psychological triggers that drive user engagement, we'll delve into what the future holds and how businesses can prepare for the seismic shifts on the horizon.
By the end of this session, attendees will have a good understanding of latest trends that combine AI and Community building, as well as a list of things they can implement and start experimenting with in their own community right away.
The Power of Community Metrics for Data-Driven Storytelling
Breakout Session
About
Don't miss this exclusive session sharing the inside story of how our online community has evolved into a strategic asset driving customer engagement, product adoption, and revenue growth.
Over the past fiscal year, our community initiatives have led to record levels of participation, pipeline influence exceeding $13 million, and increased product usage among customers.
In this info-packed presentation, our community leaders will take you behind the scenes to reveal:
- How we've used live shows, thought leadership content, and events to supercharge community activity
- Hard data on the community's tangible business impact on revenue, expansion, renewals, and more
- Ways we've created value for customers by facilitating peer learning, access to experts, and product education
- Success stories of customers who've shared their journeys and advocated for our solutions
- Our team's crucial role in moderating discussions, creating content, and providing 24/7 support
- Exclusive details on our robust roadmap and initiatives to continue advancing the community
You'll leave this session with a comprehensive case study, data points for benchmarking, and actionable best practices you can implement right away to grow your own community.
20 Small Tips for Big Email Wins
Breakout Session
About
Association Executives are busy and are often cranking out emails at the last minute. We want our emails to be great, but where do you start? You will walk away from this session with 20 small tips that will result in big email wins. Through an email design best practice check list and A/B test ideas, you'll be able to return to the office with a game plan that will spark creativity and create change. All based around what you CAN do in Higher Logic.
The session will include word cloud engagement, examples from associations & corporations to spark ideas, a one page instant download via a QR code, and a moment of reflection at the end for participants to write down 2 things they are going to try when they return to the office.
Across the (Community) Universe: Automating and Scaling Onboarding and Beyond
Breakout Session
About
In this session, we'll explore how the Community team at Pragmatic Institute was able to build out a scaled onboarding program and continue that experience years into the future for alumni members. Through Higher Logic's automation rules and extensive segmentation efforts (that include profile demographics and internal persona development), we created time- and behavior-based triggers and milestones that enabled the team to personalize and segment communications to ensure that each alumnus gets resources and information that is relevant to them at the time that it is relevant.
Benchmarks for Success
Breakout Session
About
A deeper dive into benchmarks that are relevant to Higher Logic customers around Community, Member Experience, and Communications. A handout worksheet will be available for attendees to take home to help them understand what metrics they, too, should be measuring.
Data Everywhere
Breakout Session
About
We will explore how the American Society of Civil Engineers delves into analytics across all communications platforms by embracing community everywhere and social listening.
We will also discuss implementing Informz for 240 plus local chapters and how we are capitalizing on these insights. We will also discuss ASCE's relationship with third-party vendors and how they can help provide a 360-member view.
Design Tips and Tricks
Workshop
About
Kick your Community up a notch! Get hands-on design tips and tricks from the experts behind the Higher Logic Design Services team.
Engaging ROI: How Kaplan Community Values Each Step of the Customer Journey
Breakout Session
About
In today's digital corporate landscape of ever-increasing customer acquisition costs, engagement and retention are more critical than ever before. Kaplan’s VP of Community and Web Scribble’s VP of Sales discuss Kaplan’s strategy for weaving education, community and career development into a powerful ecosystem that values the customer journey.
Hear strategies that:
- Incorporate Community and Careers - Integration between community platforms and career centers
- Leveraging API and third-party tools for a unified experience
- Getting internal support from financial stakeholders
Add Value at Each Step of the Customer Journey:
- Corporate community as a hub for career development
- Connecting education programs that align with job openings
- Encouraging mentorship and peer-to-peer learning within the community
Build Community ROI and Engagement:
- Strategies for monetizing job listings
- Techniques for building impactful partnerships
- Opportunities for tiered access and premium branding
Equip yourself to integrate career and community effectively into your corporate ecosystem. Learn how career development opportunities enhance customer retention and painlessly monetize features to drive additional revenue. Whether you're aiming to increase ROI or boost customer engagement—or both—in your corporate community, get some immediate, actionable insights to innovate and grow.
Membership Magic: Brewing up Engagement Reports that Showcase ROI and Boost Member Satisfaction
Breakout Session
About
Demonstrating the value and return on investment (ROI) to your members is paramount to all association professionals. Join us for an insightful session, "Membership Magic: Brewing up Engagement Reports that Showcase ROI and Boost Member Satisfaction," where we delve into the art and science of crafting compelling member engagement reports.
In this session, we will explore the metrics and methodologies that go into creating engagement reports that not only effectively communicate the tangible benefits of membership but also foster increased member satisfaction. ACHP's Molly Edelman will share her experiences, providing you with practical tips and techniques to enhance your membership management toolkit.
Key highlights of this session include:
- ROI Communication: Translate engagement data into clear, persuasive metrics that demonstrate the tangible value of membership to your members (and staff!).
- Effective Reporting Techniques: Discuss best practices for structuring and formatting your reports for maximum impact and readability.
- Member Satisfaction Boost: Explore strategies to use engagement reports as a tool to improve member satisfaction, engagement, and retention.
- Interactive Q&A: Address challenges and questions related to member engagement reporting.
This session offers a guide to harnessing the power of engagement reports. Don't miss this opportunity to discuss the art of creating reports that not only showcase ROI but also enchant your members, fostering a deeper connection and loyalty within your organization.
Join us for "Membership Magic" and take your membership management to the next level.
Revitalizing Mentor Match: From Feedback to Success
Breakout Session
About
In this session, Glory will share her experiences in revamping an existing Mentor Match module to drastically change and add implementation strategies to improve on the current program and add value to her organization's members.
Lunch and Networking Break
Networking
Higher Logic Product Vision and Product Roadmap
Main Stage
About
In his keynote, Higher Logic's CEO and co-founder, Rob Wenger, will unpack his vision for how AI, automation and analytics will be fused into the company's products as well as its roadmap. A few key takeaways from his talk include: a renewed focus on enhancing user engagement and community growth, practical strategies to drive these enhancements, and exciting updates to Higher Logic's core products and features to better serve customers' goals. This will be a rallying cry for innovation and collaboration in the service of our customers communities.
AI-Powered Learning: Revolutionizing Course Creation
Breakout Session
About
In a world where educational needs are changing at an unprecedented pace, it's crucial to stay ahead of the curve. Join us for this groundbreaking session that peers into the future of education, revealing how Artificial Intelligence (AI) is rapidly reshaping the way we create and deliver learning courses.
Building a Customer Program that Influences Revenue and Breaks Down Internal Silos
Breakout Session
About
Growth-focused Customer Success leaders realize that customer advocacy is a DRIVER of retention and renewal, not a byproduct of it. But when it comes to embracing customer advocacy, where do you start? You need to do more with less, and it is hard to imagine adding one more thing to the plates of your CSMs, but you can't ignore advocacy. Whether you're looking to collaborate better with your Customer Marketing/Advocacy team, or aspire to add a Customer Advocacy function to your CS organization, this session will equip you with the knowledge and strategies needed to put advocacy at the heart of your Customer Success efforts.
In this workshop, Dana Alvarenga leads an interactive discussion on:
- Why customer advocacy is key to growth and retention.
- How to shift from "Random Acts of Advocacy" to scalable, repeatable programs.
- What's in it for the customer? Paid Advocacy vs. Earned Advocacy. Steps to build that program.
- How to break down the silos between Sales, Marketing and Customer Success to make Advocacy a reality. Showing steps to track revenue influenced by acts of advocacy.
Get Creative with Ribbons and Badges!
Breakout Session
About
Find out how ribbons/badges help promote participation in and commitment to your community by recognizing and rewarding accomplishments and community participation. In this presentation, you'll hear how our organization utilizes these tools, and how because of this, it’s given our members extra incentive to be active and engaged members.
Get the Most out of Your Investment in Higher Logic Vanilla
Product Deep Dive
About
Learn about new and upcoming product updates and how you can use them to drive customer engagement, retention, and growth.
Maximize the ROI of your Marketing Solution
Breakout Session
About
Are you maximizing the value of your Higher Logic Marketing solution? Join us for an interactive session focused on strategies to maximize the tools at your fingertips within your Higher Logic marketing solution.
New Member Onboarding: Leveraging Automation to Drive Retention
Breakout Session
About
This session will help users understand the power of marketing automation and campaigns within Real Magnet. When ACC refreshed its onboarding series - from message content, frequency, and curating a membership experience during the first 90 days, ACC saw first year retention rates go from 74% to 79% in one year. We will share our onboarding plan, tips and tricks, and how we intend to evolve the program.
The Impact of Federated Search: How Aggregating Content from Third-Party Systems – Including Your Community – Can Supercharge Your Website.
Breakout Session
About
Do your members have a hard time finding the content they are looking for on your website? Do you get complaints that you have too many separate content sources? Do you feel like you need a better content strategy, especially as AI continues to become more prevalent?
Many organizations are not feeling confident in their approach to distributing content and, as a result, are finding it increasingly more difficult to capture the attention of their members and create engagement online.
In this session, you’ll learn how associations like yours are aggregating their valuable content - whether it’s from your online community, LMS, publications or any other outside data source - and distributing it in a curated way from a federated index. In other words, pulling all your third-party data into one place.
Three Key Takeaways:
- Attendees will learn how to create a content hub that can consolidate content from multiple disparate sources into one.
- Attendees will learn how content visualization can increase member engagement.
- Attendees will learn how to make sure you’re presenting the right content to the right people at the right time.
AP Higher Logic Thrive Community
Product Deep Dive
About
Deep dive into the features of Higher Logic Thrive Community to ensure you are maximizing your investment.
Amp Up the Experience: The Alchemy of Community and Customer Education
Breakout Session
About
Community and Customer Education are two teams that help customers use a company's product better, but frequently operate siloed off from each other. At Cloudinary, we brought both teams into the same group early in 2023, and the results have been more than we expected.
In this session, I’ll discuss what the team synergies are and how Cloudinary has capitalized on them, plus offer some tactical information on how to bring these two teams closer. My talk will include sections on Unlocking the Power of Community-Centric Education.
Cloudinary established small (but mighty) Customer Education and Community teams within the customer support organization over the last 4 years. In 2023, both came together as one team.
Here’s what we’ve learned so far:
-
- Our core functions haven’t changed, but we’re both getting a lot better at aligning our projects and using inputs from both programs to drive new projects
- Creating Educational Resources for Your Community
- Align with both product roadmap as well as customer needs.
- Use buy-in from internal teams to get content support.
- Look at Community signals (search data, feedback forms)
- Empowering Community Leaders and Advocates
- Bringing in advocates as part of your education pathway is a win for them, for your company, and your community
- How community participates in our programs
- Success Story: Creating the Product Advisory Board
- Challenges and pitfalls
- Finding alignment isn’t always simple
- Customer segments don’t always align neatly
- Not everything you try is going to be a success
- Failure story: Developer JumpStart. Why it failed, what we learned.
- Measuring the Impact
- How we use data to understand our community
- Our focus - find a smaller number of key metrics to report on
- Key data we track - classes taken, questions answered, number of internal teams involved, number of community members involved
- Tactics for your organization
- Start small
- Listen to your data
- Test, learn, and try again
Content Creativity to Spark Engagement & Growth
Breakout Session
About
In today's fast-paced digital landscape, creating compelling content is paramount to capturing your audience's attention and driving growth. Whether you're a marketer, content creator, or executive director, harnessing the power of content can significantly impact your organization's success. This session is designed to inspire and equip you with innovative strategies and practical tips for crafting content that not only engages but also fuels your growth. You will gain content ideas, but also how to utilize it for lead generation and community.
Key Topics Covered:
- Content Types: Explore the world of content, from polls to webinars, to user generated. Examples will be shared from various trade and professional organizations to help inspire.
- Content Distribution Strategies: Effective content creation is only half the battle; the other half is distribution. Learn about various content distribution strategies, including social media, email marketing, and SEO, to maximize the reach and impact of your content.
- Measuring Engagement: Understand the key metrics and tools for measuring content, for example using landing pages to capture leads and using automation to help create engagement.
Get ready to elevate your content strategy and take your audience on a journey they won't forget.
Major Trends Expected to Impact Associations
Breakout Session
About
In today’s rapidly evolving world, associations must be tuned into their external environment and operate strategically to spark and navigate change effectively. Research from association executives has revealed that workforce shifts, economic disruptions, regulatory and legislative developments, sustainability commitments, and digital transformation are trends that will significantly influence associations over the next 5 - 10 years. This session will explain how to take strategic action toward each trend to position your association for resilience.
New Idea$: Not Your Grandma’s Non-Dues Revenue
Breakout Session
About
While average associations get their biggest chunk of annual revenue from membership dues, reliance on dues revenue is waning. To continue to effectively fund operations while holding dues increases at bay, many organizations are focused on driving non-dues revenue. But we can’t depend on our members to be satisfied with the same-old, same-old concepts. At the same time, millennials are taking over workplace buying decisions and have new expectations about engaging with the organizations they belong to.
Plus, your sponsors and advertisers demand fresh opportunities that will keep them supporting your association. This session explores several unique ideas that will inspire you to implement innovative non-dues revenue campaigns. There's untapped and unexpected value right at your fingertips. We’ll share the po$$ibilities.
Revitalizing Certification Programs: Using Technology to Upgrade the Candidate Experience
Breakout Session
About
Are your certification programs (over)due for an upgrade? Certification processes often entail complex requirements: resumes, reference letters, exams, education and more. Though essential for upholding credential integrity, these multi-step procedures can pose challenges for busy professionals, inadvertently placing the onus on them to manage their progress and adhere to deadlines.
In this session, we examine common certification structures to identify the opportunities for better engaging candidates and enhancing this critical revenue channel.
What could you do if you knew who was interested in pursuing certification, but hasn’t yet qualified to apply? Begin a conversation that encourages them throughout the journey? Help them track their progress? Connect them with a mentor? Offer them micro credentials as building blocks?
What if you guided your current candidates through each requirement with personalized guidance, information, and timely deadline reminders? And made it easy for them to share their success with the world once they’ve earned their credential?
How much could you grow your program?
Let’s look at how tools like automation, analysis and AI can help us reimagine our certification programs.
Standalone Libraries: How to Use Them & How to Set Them Up
Workshop
About
Join us to learn how to create standalone resource libraries in your Higher Logic Online Community and explore all the different ways you and your members can leverage them in your community.
The Ins and Outs of Data Migration
Breakout Session
About
Associations hold a lot of information about who their members are and what their members do. So, how can associations best use this information effectively and ethically?
In this session, we will explore how one mid-size association used the transition to the Higher Logic Thrive community and marketing platform to consider its data more purposefully.
Topics to be explored in this session include:
- Crafting questions to consider in a data audit that will determine the current information within the AMS and the community and what additional information will be most useful to collect and migrate to Higher Logic.
- Identifying what staff members need to be involved in the process.
- Considering the difference between demographic data and behavior-based data and how each can be leveraged.
- Mapping how and where the data manifests within Thrive and the community platform.
- Identifying viable options for accessing and utilizing data when the initial integration needs a Plan B.
- Questioning the ethical and strategic implications of what data is collected and how it is used.
This session is aimed at entry- to moderate-level Higher Logic users who are considering or have recently implemented the Thrive community and marketing platform.
Unlocking Data-Driven Marketing Success: Leveraging Business Intelligence and Analytics to Craft Targeted Lists for Marketing Automation
Breakout Session
About
In this session, discover the power of data-driven marketing. Learn how to harness Business Intelligence and Analytics to create precise, segmented lists for marketing automation. Explore strategies that maximize campaign effectiveness, boost ROI, and drive customer engagement. Elevate your marketing game with actionable insights, tailored targeting, and effective behavior and engagement scoring.
Break
Networking
Afternoon break.
AP Higher Logic Thrive Marketing (Informz)
Product Deep Dive
About
Take a deep dive into the Higher Logic Thrive Marketing solution to learn advanced tips that can take your member communications to the next level.
Connect The Dots: Measure The Impact Of Community On Success
Breakout Session
About
Community is a critical component of scaled customer success strategies, but how do we know if it's working? You'll walk away from this session with the ability to map community activity to success outcomes, calculate ROI, and tell compelling stories to internal stakeholders.
C·O·M·M·U·N·I·T·Y
Breakout Session
About
Your community is made up of a cast of characters who have unique needs. We’ll use archetypes from the show "Friends" to help you think through a more robust community strategy based on those needs.
Empty Rooms to Packed Dance Floors: Grow Your Community with Lessons from Live Music.
Breakout Session
About
This talk will tell the story of how ProntoForms developed and maintain a Community Advisory Board, how to work with them to launch a community, and how to continue to work with them to grow a community once it’s live,
Take aways from this presentation will include:
- The risks you run when you make assumptions.
- A solid understanding of the value of you listening to your customers/members.
- How to create and maintain your own Community Advisory Board.
- How to be agile and iterative in your process for developing and maintaining your community programs.
The ProntoForms Community was launched just over 2 years ago. To minimize the number of assumptions being made about how the community was going to work and what kind of content it was going to offer a Community Advisory Board was created. The CAB’s purpose is to listen to members and to use that input and feedback to build a community that would deliver the value they were looking for.
Like a Customer Advisory Board, a Community Advisory Board is made up of members selected by the community management team. Having a CAB will make it easier to understand:
- How your members are currently learning about our software/service/organization/association and identify the gaps your community can fill.
- How your members prefer to engage with and be kept up to date with new community content, recognizing that many of your members have other responsibilities beyond engaging with your community, so they will likely have different preferences in terms of how they choose to engage with your community.
- How your members prefer to consume content coming from the community (videos, events, articles, etc)
If you are working to launch a new community, or even relaunch an existing one, working with a CAB on decisions from vendor selections to content programming, can increase the likelihood that you will make the right decisions thanks to input and direction from the people who are using your community.
For existing communities, use your CAB to understand the health of your community, to brainstorm and beta test new content and programming ideas, and report back to them on how your community is doing. Providing a sense of ownership and letting your CAB take pride in the success their advice has provided is one way to encourage their continued involvement.
Build and maintain your CAB by setting expectations of what it means to be on the CAB when you ask a member to join (ex: how often does the CAB meet, what are the ongoing responsibilities outside of CAB meetings), providing exclusive SWAG and opportunities like “front of the line” access to your senior leadership team, and your product team if you have a community for a software company, and just having a stronger relationship with them personally in and outside of the community.
My background, education, and ongoing second life as a performing musician taught me ages ago that making assumptions about what the audience will connect with lead to empty dance floors and poor ticket sales. I only found success once I started to listen to my audience and learn about what they wanted to hear when they went out for a night of fun and dancing. Once I started to listen to my audience and understand what they were looking for, I began to see sell out shows and packed dance floors.
This lesson of not assuming what the audience wanted and tailoring my set lists to what they were telling me they were looking for is something I’ve taken with me as a community builder. I’m very passionate about listening to my members and working with our CAB to make the best decisions I can when it comes to continuing to build and grow the ProntoForms community.
How AAMC Streamlined their Community Launch Process
Breakout Session
About
In this presentation, you will learn how to:
- Create a process that guides community managers through each step of community preparation and launch.
- Use online planning tools to communicate and track the process.
- Integrate key tasks to set your communities up for success.
The AAMC has been working with The Community Roundtable since 2019 to launch and operationalize a community program and build a Community Center of Excellence. This includes a process and resources to manage the approval and launch of new communities, but in several cases, speed was prioritized over process, and communities were launched without proper preparation and governance, impacting their success. The Community Program Director and other stakeholders also found it increasingly difficult to manage the growing number of enquiries and requests.
The team from The Community Roundtable collated the critical elements of the launch process into the Community Readiness Checklist, and added gated stages to ensure teams requesting new communities completed all of the requirements before moving to the next stage.
The organization uses Office 365, so the team created a Planner board, complete with checklists, attachments, and links, to ensure that new community managers could easily follow their progress towards launch.
Benefits of the Community Readiness Checklist include:
- Enabling all stakeholders to visualize and appreciate the planning involved in successfully launching and maintaining an engaged community.
- Guiding community managers through a consistent process.
- Facilitating a review process to ensure communities are set up for success.
- Enabling the Program Director to easily track progress for new communities.
Navigating Your Community through an Acquisition
Breakout Session
About
Mergers + acquisitions are inevitable these days. Learn how Change Healthcare carved a path for their enterprise customer community in the new world of United Health Group's Optum business.
Non-Dues Revenue from Marketplace Engagement
Breakout Session
About
Attend this session to hear from two associations that successfully managed to extend their community by engaging their suppliers and members. Have you ever heard a member post a discussion asking, "Has anyone used this vendor...?"
See how associations are extending their member benefits by creating unique engagement opportunities that allow members to discover who else is using a specific vendor.
See how members can now engage around exclusive Member Perks as well as review and post RFPs to specific subsets of vendors and manage who can get access and when.
Finally, the session will engage the audience to discuss potential future options for member/supplier engagement and where an AI-powered, industry-specific marketplace platform, might disrupt next.
Web Accessibility – Making Your Community Better for Everyone
Breakout Session
About
In an era where the digital landscape is the gateway to the world, creating an online community that is inclusive and accessible to everyone is not just a good practice—it's an imperative. Join us for a dynamic session on "Web Accessibility - Making Your Community Better for Everyone" where we delve into the pivotal concept of web accessibility.
This session will equip you with the knowledge and tools needed to create digital spaces that are welcoming and usable by individuals of all abilities. From understanding the fundamentals of accessibility to implementing practical solutions, our expert speakers will guide you through the crucial steps of making your online community a more inclusive, diverse, and equitable space.
Higher Logic Customer Appreciation Party
Networking
About
Breakfast & Partner Pavilion Open
Networking
Curating and Sharing the Best AI Ideas
Main Stage
About
Higher Logic conducted an innovative month-long initiative where our entire company dedicated 16 to 24 hours to experiment with AI tools. We encouraged our employees to explore how AI can enhance day-to-day work and uncover innovative solutions to common challenges.
During this general session, Higher Logic's team will present the curated best AI ideas that emerged from this initiative. Our goal is to share practical and applicable AI concepts that can revolutionize how businesses operate and engage with their communities.
Why Attend:
- Gain insights into the cutting-edge AI initiatives happening at Higher Logic
- Learn about practical AI applications that can enhance productivity and collaboration
- Engage with our leadership team and industry experts to discuss the future of AI in business
AP Real Magnet
Product Deep Dive
About
Join us for this informative session, where we'll dive deep into the world of Real Magnet to uncover advanced tips and techniques that will elevate your skillset and improve outcomes.
Building Community is Knowing Your Community
Breakout Session
About
Skill Level: 101
Our Story: As an industrial SaaS company, our user base is unlike one we have ever seen. They’re manufacturers. Engineers. Mechanics. We have some who are digital natives fresh out of college who know nothing about manufacturing. And we have others who’ve been in the industry for a long, long time and may have never used a computer at work. Nearly all, rarely have time to engage in a tool that isn’t a direct part of their day-to-day. None of them sit in front of a computer for hours on end like we do. Yet, they need a way to develop their skills, connect with their peers (in their company and out!), and learn how to use the Augury products. Enter The Endpoint, a community for production health hosted by Augury.
The Endpoint is the one-stop shop for all things production health. It contains help documentation, training courses, discussions between industry experts and beginners, and so much more.
But traditional community methods of engagement didn’t work for our users. Most of them struggled to even log in, let alone make a post or comment. So we revised our expectations. Instead of focusing on engagement goals centered on reactions, posts, or comments, we had to adjust our focus to what really mattered to our users - customer education.
And the way we delivered the information they needed had to change.
Effort is required to get into our community, find content that’s relevant, and get engaged. Given our user base we had to remove as many barriers as possible. It’s important to remember that our goal is not to get them into the community and get them engaged - it’s to give them information that will make it easier for them to use our product.
- We connected The Endpoint to our SaaS platform.
- We send a manual weekly digest. This is different than the new Vanilla Digest feature.
- We utilize the ‘full excerpt’ setting for our emails.
- We auto subscribe our users to a category called ‘The Inside Scoop’.
- Each week we do a post in that category with all the new KB articles, trainings, resources, and discussions that have happened in the last week
- That automatically goes to every person in the community unless they’ve opted out. This was specifically requested by several of our users and we’ve gotten feedback that these emails are extremely helpful and give our users the info they need without them needing to go anywhere
- We brought customer education and documentation under the community roof.
Takeaways:
- Know your goal.
- You need a north star, a guiding compass, a mission that is the reason behind every decision you make.
- Then commit it to heart. For us, it’s customer education. We want to make our users as successful as possible with our product by giving them the tools and resources they need in the easiest possible way for them to consume them.
- Know your users. To be most effective, you have to meet your audience where they’re at. Utilize analytics and one-one sessions to get to know them. Do member spotlights (and simplify that process using AI) to help your organization get to know them.
- Match your goal and your user type to determine what practical strategies you’ll use.
Everything you do in your community should be tied to the goal you’ve set and the users you have. Down to the colors you use, everything should cater to your users and what you want them to get our of your community. Listen, listen, listen, and provide plenty of opportunities for feedback.
Caring Together: How Wellthy Built a Community to Connect Isolated Family Caregivers
Breakout Session
About
Family caregivers play one of the most isolating and lonely roles we take on as humans. As a result, nearly 60% of them report clinically significant levels of depression, anxiety, and stress. Wellthy Community was launched to empower family caregivers to share challenges, ideas, and resources, and thus reduce caregiver burnout.
In this session, you'll learn how to:
- Use member insights to identify where your community fits in your user journey
- Navigate concerns around privacy and sensitive subjects in an online community
- Use community to drive core business outcomes while maintaining an authentic commitment to mission
Change Your Life, Change The World: The Ripple Effects of Transformation
Breakout Session
About
The panel title, "Change Your Life, Change the World: The Ripple Effects of Transformation," is a powerful statement about the connection between personal growth, community, and global impact. The idea behind this title is that when individuals undergo transformational experiences, they not only improve their own lives but also positively influence the communities and world around them.
By changing our own lives and becoming better versions of ourselves, we inspire others to do the same. This creates a ripple effect that can spread far beyond our immediate circle of influence. For example, improving our relationships with others may inspire them to do the same, leading to a more connected and compassionate world.
Similarly, prioritizing self-care and personal growth may make us more effective changemakers in our communities and beyond. By being more self-aware and emotionally resilient, we are better equipped to face the changes and challenges of our times and positively impact the world.
Overall, the panel title "Change Your Life, Change the World: The Ripple Effects of Transformation" highlights the interconnectedness of personal growth, community, and global impact. It reminds us that the choices we make in our own lives have the power to create positive change that extends far beyond ourselves.
Community For Good: Disaster Resources & Engagement Barriers
Breakout Session
About
FloridaMakes is an association to support Florida's high-wage manufacturing sector. During the past year with natural disasters, the online community also served as a space for grants, and resources for users and vendors impacted by the Florida hurricanes. In this session, we will discuss how their community impacted users, but then long-term engagement barriers of the space and lessons learned.
Higher Logic Thrive Test Drive Live
Workshop
About
Join this live interactive demo where we'll take a customer in the audience and update their site live to demonstrate ease of use of Higher Logic Thrive!
Maximizing Member Engagement: Unleashing the Power of In-Person Events
Breakout Session
About
Member engagement is the level of involvement and connection members have with an organization and its activities. Engaged members actively participate, contribute, and advocate for the organization, resulting in increased loyalty and overall success. Several factors influence member engagement, including relevance of content, networking opportunities, and personalized experiences.
Opportunity in Change: A Higher Logic Thrive Upgrade Case Study
Breakout Session
About
During the Higher Logic Thrive upgrade, ACC dug in with data, persona-building, and a personalized content strategy to really maximize the usage of the platform. We will walk you through our strategic outlines, use cases, launch, and then the adjustments that were made based on feedback in the first few weeks of launch.
Strategies for a High-Octane Champions Program
Breakout Session
About
Cover starting and maintaining a successful Community Champions program for an association:
- Finding the right volunteers
- Defining their role and tasks
- Keeping them engaged over time (surprise and delight, building relationships)
- Cycles of new volunteers at different times of year
Also cover challenges and what to watch out for:
- Not overworking a few shining stars
- Need to be more personal and direct with requirements and asks
- Posing a "community challenge" of specific tasks to the full group of champs didn't work - why and what was learned
Accelerating Customer Success Impact with AI
Breakout Session
About
What if time was no longer a factor when it comes to delivering value for customers? What if we knew exactly what customers are trying to achieve before the first interaction with sales or a CS partner? What if we delivered a moment of delight before an official onboarding was complete? Or, what if we helped to define customer business goals before we ever aligned on metrics to track? Totango and Jasper have been partnering for over a year on embedding generative AI into the customer success workflow with automated integrations and natural language queries, and we’ve only just scratched the AI surface. So join Chris Dishman, SVP of Global Customer Success at Totango, on a “behind the scenes'' conversation on how customer success and generative AI will continue to evolve in the next generation of CS practice to accelerate both workflow efficiency and customer results.
Centering Catalyst’s Scale CS around Community
Breakout Session
About
As we continued to add customers, Catalyst knew that we needed to create an industry-leading Scale program. We wanted a multi-functional resource to be the hub of that program, and that's why we leaned into using a Community! I'll be talking through the steps it took us to launch our Scale CS program using our Customer Community as the centerpiece.
Our pre-launch process:
- What did we want to provide to our customers?
- Working as a CS team to make sure content was relevant
- Working with customers to ensure ease of usability
Our launch and what we learned:
- Doubling down on what works and ditching what doesn't
- Keep adding, keep iterating, keep integrating
- Teaching our customers
Where do we go from here:
- Refining our look and process
- Expanding our use of features
Community in the Era of Scarcity
Breakout Session
About
Startups with no additional funding are doing what they can to become profitable, big techs are laying off teams and trying to be leaner. Long term community building can be a layer that will protect companies.
Key takeaway:
Communities at startups require ideation, fast validation and iteration at no cost. How to run programs without spending (co-creating, partnering with other startups, using free tools).
Community: The First Date
Breakout Session
About
Dating can be hard and awkward - just like when your teammates join in the Community experience. So using the 90/10 method outlined in the 2005 Will Smith movie "Hitch", you make it easy for them to join in the fun.
Embedding Community Across Your Organization: 10 Tips for Staff Engagement
Breakout Session
About
There is often a delicate balance when onboarding staff to the rules and best practices of your online member community. However, when done effectively, the synergy can lead to powerful insights, a win-win environment for staff, and a great community experience for members.
In this session, you will hear from community managers who have managed ASA Central since its launch in 2013. Learn do’s, don’t's, and lessons learned from managing a mature community, and leave armed with tips to make your community experience a meaningful one for both staff and members.
Attendees will:
- Gain strategies on how to keep internal teams updated and excited about what is going on in your online community
- Learn creative ways to use modules and functionality available to you
- Learn how to encourage staff to get involved and tap into the power of community, while setting boundaries for them so the community remains member centric
Mastering Chapter Microsites: Design, Strategy, and Beyond
Breakout Session
About
In the ever-evolving landscape of association management, the rollout of chapter microsites has emerged as a powerful strategy to enhance engagement, streamline communication, and drive member participation. This panel session brings together Martha Jack (Higher Logic), Moe Khuen (CFA Institute) and Stephanie Field (CFA Institute) as they share insights, tips, and best practices on design, strategy, training, and standardization for creating successful chapter microsites.
Join us as we delve into the exciting world of chapter microsites, exploring the various facets that can transform your association's digital presence. Our panelists will offer a comprehensive overview, addressing key aspects such as:
- Designing for Impact: Discover the art and science behind creating visually appealing, user-friendly chapter microsites that captivate members and visitors alike.
- Strategic Rollout: Gain valuable insights into devising a solid strategy for implementing chapter microsites. Learn how to align these digital platforms with your association's broader goals and mission.
- Training Excellence: Explore the critical role of training in ensuring chapter leaders and members can maximize the potential of microsites.
- Standardization for Consistency: Consistency is key to a cohesive member experience.
By the end of this discussion, you'll be equipped with the knowledge and tools needed to embark on your chapter microsite journey, leading to enhanced member engagement, increased participation, and a more impactful digital presence for your association.
The Big Green Button Deep Dive (How we’re experimenting with AI and how you can, too!)
Product Deep Dive
About
Take a deep dive into the latest AI-driven enhancements to the Higher Logic products and learn how to leverage them to power up staff efficiency and improve member communications and engagement.
Lunch (Friday) – Higher Logic Partner Panel
Breakout Session
About
Lunch (Friday) - Higher Logic Partner Panel
Email Design Incubator
Workshop
About
Come together with your peers for a building and sharing session and walk away with access to all shared designs!
Gamification 5 W’s (Who, What, When, Where, Why)
Workshop
About
Join us for an immersive journey into the world of gamification and its profound impact on online communities. In this engaging session, we'll explore the "Gamification 5 W's" to unravel the secrets of who, what, when, where, and why this strategy has become a game-changer for community builders and managers.
How to Create a WIN-WIN-WIN for Customers, Product, and Community
Breakout Session
About
Making customers, product, and community a success is a triple win—can it truly be achieved? Learn how to create scalable processes, inspire product leadership to champion co-innovation in your community, and become a company that truly puts the customer insights and learning at the center of everything you do. It can be done!
Kickstart Your Community’s Customer Success Connection
Breakout Session
About
Customers join your community because they want to succeed—but it’s hard for community managers to steer members and conversations toward their different definitions of success at scale. Yet, there’s a team in your company who does just that, all day, every day.
Connecting your customer success team to your community is a win-win-win. Your customers get more expert advice and ideas. Your CS team gets new customer insights, new advocacy leads, and new customer coaching opportunities to build loyalty and retention. And you get a community that’s more engaged, thriving, and self-sustaining.
In this session, ChurnZero’s Maureen Rice and Peter Adams will show you how it’s done—including:
- Selling a community collaboration to your CS team—and how to deliver on the benefit.
- Setting the right roles and boundaries for CS, customer marketing, and community management.
- Creating a reporting structure that promotes sustainable engagement and great results.
Leveraging Community to Reimagine Your Customer Journey
Breakout Session
About
Join Kristi Faltorusso, CCO at ClientSuccess, as she helps you reimagine how you leverage community to drive sustainable success. Enrich the customer experience, scale how you engage, and harness the power of education all through the strategic use of community.
Maximizing Your Events
Product Deep Dive
About
Start to finish - learn how to use your Higher Logic tools to best support your association's events.
Reviving Your Community Engagement Strategy
Workshop
About
Is your community engagement dwindling? This workshop helps you to devise a strategy that puts community back at the center of your customer's experience.
We'll cover how to...
- Diagnose the root causes of waning interest
- Build effective strategies to reignite existing customers and welcome new ones
- Identify next steps to take back and put into action with your own community
Tailoring Your Communications: Slicing and Dicing Target Groups and Security Groups
Workshop
About
Join us as we talk all things related to personalizing your member communications! Learn about the benefits that come along with these efforts, like reducing unsubscribes, creating connections and deepening engagement.
A .org Success Story with Higher Logic Thrive Design
Breakout Session
About
Discover how a Higher Logic Thrive Design customer utilized our expertise to create a website that not only reflects their organization's mission but also effectively engages their target audience. Uncover the steps taken to achieve an exceptional online presence, from the initial vision to the final launch.
Key Takeaways:
- Strategic Planning: Learn how to develop a clear and compelling online strategy for your .org site.
- Design Excellence: Explore the art of designing an attractive, user-friendly website that resonates with your audience.
- Content That Converts: Understand the importance of crafting content that drives engagement and conversions.
- Higher Logic Thrive Design in Action: Witness the capabilities of Higher Logic Thrive Design in action.
- Measuring Success: Discover the metrics and KPIs used to evaluate the website's performance and impact.
Overall, this session offers invaluable insights and a proven roadmap to help you launch and manage a .org site that excels in both form and function. Join us to be inspired and equipped to take your online presence to new heights.
Building Community as a Hub for Customer Engagement
Breakout Session
About
Join us as we talk about how you can leverage our integrations with CSPs, LMSs, and other solutions to create a one-stop-shop for your customers.
Community As Your Core: Strategies on How to Use Higher Logic Microsites
Breakout Session
About
Do you wish you could better integrate your community with your overall website strategy but are unsure how? Listen to this session about strategies on how to improve your users' web experience by utilizing Higher Logic microsites. The presenters will discuss different scenarios for using microsites like conference sites, main company's website, how microsites work with Higher Logic Thrive, and more!
Enabling Chapter & Region Leaders
Product Deep Dive
About
Join us for a product deep dive on Group Manager and learn how your association can increase engagement within chapter or regional communities.
Set Yourself up for Success: How to Navigate Higher Logic Resources for Support, Technology or Strategy
Breakout Session
About
Your success is our success! In this session, we aim to empower you with the knowledge and strategies to make your interactions with Higher Logic's support team more effective and efficient. Join us to discover how to maximize the value of Higher Logic's resources, resolve issues more swiftly, and gain insights from our experienced senior support staff on how to navigate our systems effectively.
The P.R.O.C.C.E.S.S: A Comprehensive Guide to Building a B2B Community
Breakout Session
About
I designed this process for visionaries and forward thinkers...in other words, community builders. Those who have done the work and know the struggles faced and strategies needed to achieve KPIs. And it is my belief that this cohesive process will offer structural and supportive strategies that will create alignment with organizational visions and goals.
The Rarest Gems
Breakout Session
About
Join us for this informative panel to discuss little known secrets to success in Higher Logic Thrive Marketing/Informz.
AI and the Future of Community
Workshop
About
Everyone is using the word AI, but how will it impact your community and strategy? In this session, we'll address those questions and talk how we're thinking about AI and incorporating it into our roadmap.
Community Is Everyone’s Business: Cross-Departmental Collaboration
Breakout Session
About
Community “teams” of one are all too common, and you can only accomplish so much with one head and two hands. Working cross-functionally becomes critical to create valued content and drive engagement. Learn how to approach departments and build strategic partnerships.
Attend this session for:
- Examples of the value community can provide support, success, product, and marketing teams.
- Ideas on various ways each department can contribute to your community.
- Open discussion on successes and failures for approaching and engaging with other departments.
Get Stickier with Mentor Match and Volunteer Manager
Product Deep Dive
About
Learn how to leverage Mentor Match and Volunteer Manager to keep your members engaged and coming back to your community.
Keep Your Community Members Coming Back through Valuable Content
Breakout Session
About
Content creation is a whole job unto itself, but most communities are run by either a single person or a small team. So how do you create valuable and impactful content on a regular basis without having a lot of bandwidth to do it?
Learn about how Gain Grow Retain uses User Generated Content and multi-channel pieces to share knowledge and information without a heavy lift, building a space that keeps your members coming back for more.
Let’s Show Community in the Room
Workshop
About
We want to bring community into the room at Super Forum 24.
In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without compromising your customer satisfaction.
Our prompt to carry our discussion:
What community programs are you planning to build to drive impact with your customers in 2024? We're looking to hit this just right, so here's our flow:
- Let's give you an opportunity to get settled in the space
- Small networking exercise to expand your network to cut down on 6-degrees-of-separation
- Prescriptive questions to help drive an exchange ideas on how you’re using community in 2024
My Nonprofit Identity Crisis: Lessons Learned on Industry Change & Recommendations for Your Technology Stack
Breakout Session
About
Gain an insider's perspective on the role of a Customer Success Manager, discover effective strategies for navigating industry change, and uncover valuable lessons that associations and nonprofits should embrace for optimizing the use of their technology stack and vendor relationships.
Navigating the Thrive Community: ASQ’s Valuable Insights from our Higher Logic Migration
Breakout Session
About
In May 2023, the American Society for Quality (ASQ) underwent a transformative transition from the Personify community platform to the Higher Logic Thrive platform.
This session provides an in-depth exploration of ASQ's journey during this pivotal transition, particularly highlighting the collaborative efforts between ASQ's Member Services and Component Relations teams. Key areas to be addressed in our presentation include:
- The Significance of Member and Staff Engagement in Selecting a Community Platform
- Migrating with Insights Lessons Learned during the migration process. Topics included are platform design, what we learned from data, the decisions employed to align the platform with the feedback received from ASQ members and effective communication strategies employed to inform both staff and members about the change.
- Harnessing Community Management for Engagement: how the strategies implemented by our Community Manager helped foster engagement within the community, including utilizing Higher Logic’s member engagement tactics.
- Leveraging the Community Platform for Association Advancement. Beyond its role in member engagement, we will showcase the diverse ways in which the community platform can support other vital aspects of our association, including marketing efforts, improving event management, facilitating publication dissemination, streamlining volunteer communication, and bolstering training initiatives, among other functions.
Spotlight
